Head of Support

Overview

Phoeniqs Technologies is an innovative tech company specializing in the development of forward-looking software solutions. We are growing and seeking a strategically minded professional for the role of Head of Support.

Responsibilities

• Manage and coordinate a team of technical support specialists, ensuring coverage during business hours (9-5) and coordinating night shift rotations among team members
• Oversee first-level infrastructure support for OpenShift, DevOps tooling, and monitoring platforms (Zabbix, Prometheus, Grafana), ensuring timely and accurate responses to both internal teams and external customer requests
• Monitor and optimize ticket management processes through Jira and other ticketing systems, ensuring proper categorization, prioritization, and traceability of all requests
• Define, monitor, and ensure compliance with agreed SLAs for both internal and customer-facing support, implementing corrective act...